Layton ServiceDesk - Release Notes - Version

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ServiceDesk v6.7.2.1 is a minor release of the product. You must be using ServiceDesk v6.2.0 or later before you can upgrade to the latest version. If you are using an earlier version please upgrade by downloading v6.2.0 from the Update ➤ Layton ServiceDesk menu in the Client Support Portal before attempting to upgrade to the latest version.

.NET 4 Upgrade introduced the need for .NET 4. If not installed as part of that upgrade, e.g. by upgrading directly from a version prior to, it will have to be installed. Instructions are given below.


Determining the Currently Installed Version

Please refer to this article to determine the currently installed version.

Obtaining the Update

Please log in to the Client Support Portal to download the upgrade installer.

Test Installation

We recommend that you create a Test Installation and upgrade it before committing to updating your live system.


Microsoft .NET Framework 4.5

  1. If not done as part of an upgrade to, install Microsoft .NET Framework 4.5.
  2. Launch Internet Information Services (IIS) Manager.
  3. In the Connections pane on the left-hand side, click the server name.
  4. In the Actions pane on the right-hand side, click Change .NET Framework Version.
  5. Change the .NET Framework Version to v4.0.30319 and click the OK button.

    Lsd 6702 net4 config 02.png

  6. In the center panel, double-click ISAPI and CGI Restrictions.
  7. There are two items with the description ASP.NET v4.0.30319. Right-click each and select Allow.

    Lsd 6702 net4 config 01.png

  8. Close Internet Information Services (IIS) Manager.

Layton ServiceDesk

Do not uninstall Layton ServiceDesk prior to upgrading. This is an update, not a full installer.

  1. Extract the lsd6721_upgrade folder from the archive to the root of an attached, local drive.
  2. Back up your database.
  3. In Windows Services Console, stop the following services:
    • IIS Admin Service
    • LaytonServiceDesk
    • World Wide Web Publishing Service.
  4. Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
  5. Open the lsd6721_upgrade folder.
  6. Right-click the installer lsd6721_upgrade.exe and select Run as administrator. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
  7. In Windows Services Console, start the above services.
  8. Re-enable anti-virus software, if applicable.

Bug Fixes

# Title Description
67649 Cannot Add sys_ownedby to Analyst Request Form It was possible to remove the sys_ownedby (Analyst who owns the Request) field from an Analyst Request form, but it was not possible to add it back. This has been resolved.
67664 Remove Filter Menu from Tasks > Recurring Task Tab The filter does not apply to recurring Tasks, only Tasks, so it has been removed from this tab. This does not remove it from or affect its use in Tasks List View.
67669 Task Template Display Issues Two related issues affecting Task templates were resolved:
  1. In Administration > Libraries > Request Types, when clicking the Task Template button Lsd btn task template.png, nothing happened.
  2. When saving a Request with a Request Type that has a Task template, the dialog would appear. Clicking the Confirm button Lsd btn confirm 24px.png would add the Task template to the Request and save the Request, but the form would not close.

Released 2018-07-09

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